Refunding

[Arnna5]

Hello! 
I have had two guests recently cancel. 
One booked and then half an hour later needed to cancel and requested a refund, as the booking was for a couple of days time it is outside our cancellation policy. I am happy to do this - but I’m unsure how to do this given I don’t want to necessarily send them money as we haven’t received the payment for their booking as yet. 

the second guest had to cancel due to Covid and whilst they haven’t requested a refund I’d like to offer a partial one at least. 

I appreciate people’s help in relation to this. Thanks. 

[Patricia2526 · Accepted solution]

Hi @Arnna5 

If a guest requests a refund and you are willing to accommodate it, always direct them to contact Airbnb Support to handle the process.

Let Airbnb mediate and process the refund officially, never issue a manual refund outside the platform.

[Arnna5]

Thanks Patricia. So to clarify - I shouldn’t use the “issue a refund” link that is in the cancellation email I was sent after both guests cancelled their bookings? 

[Patricia2526]

@Arnna5  

[Patricia2526]

Sorry, if you received an email from cancellation, you can  tap that link to issue the refund. @Arnna5